Head of HR

Job Description/Specification

Head of HR, Recruitment and Training

**1. JOB SUMMARY**

The Head of HR, at IconAF is **responsible for, overseeing** **different functional areas, **HR,

As the head of HR, Recruitment and Training, the individual will be responsible for leading the day-to-day operations of the 8 branches across the state. The primary focus is on ensuring efficient and effective operations to meet organizational goals and deliver excellent customer service.

**Responsibilities & Duties**

The responsibility of the Head of HRis not exhaustive and may change from time to time as decided by Management.

**Responsibilities**:

- Develop high-quality business strategies and plans ensuring their alignment with short-term and long-term objectives
- Overseeing all HR, business activities to ensure they produce the desired results and are consistent with the overall strategy and mission
- Update and keep all the training material, recruitment strategy, and HR policies current and relevant.
- Enforce adherence to legal guidelines and in-house policies to maintain the company’s legality and business ethics
- Review financial and non-financial reports to devise solutions or improvements
- Build trust relations with key partners and stakeholders and act as a point of contact for important shareholders
- Maintain a deep knowledge of the markets and industry of the company

**Business Responsibility**:

- Strategic Planning:

- Develop and implement strategic plans to achieve the call center's objectives and align with the overall business strategy.
- Identify opportunities for process improvements and implement best practices to enhance operational efficiency.
- Team Management:

- Lead and manage a team of call center supervisors, team leaders, and agents.
- Provide guidance, coaching, and performance feedback to enhance the skills and productivity of the team
- Performance Metrics:

- Establish and monitor key performance indicators (KPIs) to assess the performance of the call center.
- Analyze performance data to identify trends, address issues, and improve overall performance.
- Technology and Infrastructure:

- Oversee the implementation and maintenance of technology and systems to support call center operations.
- Ensure that the call center has the necessary infrastructure, tools, and resources to deliver quality service.
- Training and Development:

- Develop and implement training programs for call center staff to enhance their skills, product knowledge, and customer service abilities.
- Foster a culture of continuous learning and development within the team.
- Budget Management:

- Develop and manage the budget for call center operations, ensuring cost-effectiveness and efficiency.
- Monitor and control expenditures to align with financial goals.
- Communication and Collaboration:

- Collaborate with other departments to ensure alignment of call center activities with overall business objectives.
- Maintain open and effective communication channels within the call center and with other stakeholders.
- Crisis Management:

- Develop contingency plans and protocols for handling emergencies or disruptions to call center operations.
- Ensure a quick and effective response to unforeseen challenges that may impact service delivery.

**2. Knowledge, Skills and Abilities**
- Proven experience as a Head of HR
- Experience in developing profitable strategies and implementing vision
- Strong understanding of HR Policies
- Familiarity with diverse business functions such as marketing, PR, finance etc.
- In-depth knowledge of corporate governance and general best practices
- Analytical abilities and problem-solving skills
- Excellent communication and public speaking skills
- Degree in HR or business administration or relevant field

Pay: R25 000,00 - R40 000,00 per month

**Experience**:

- Heading a HR: 3 years (preferred)